Nestle Waters North America, Inc.

Review: I have a Nestle water North America service to provide bottle water for my company. For some reason, they stop delivery water to the office about half year ago. it seems they have some internal business issue. we couldn't hold with them, so we use alhambra. we disconnect the cooler and store it. one month ago, the guy show up and ask the cooler. so we give to him. one week later we received final notice to ask we pay the rent fee. amount $16.09. I called and told them, you didn't provide service , we didn't use it. besides, they never send statement or invoice monthly to show that we own their rental fee for the cooler. they should pay me not provide service for half year without notice.

my account number: [redacted]8.Desired Settlement: $500 for penalty for half years service interrupted without notice.

Business

Response:

To Whom it May Concern, Customer Experience Specialist, Tami M[redacted], spoke with Mr. [redacted] regar[redacted] the balance on his account. Unfortunately, the account was sent to a third party collection agency due to a misunderstan[redacted] between ReadyRefresh by Nestle and Mr. [redacted]. We have removed the account from a collection status and waived the balance for unpaid rental charges. The account has no balance due and is closed as requested. Mr. [redacted] confirmed that this issue is now resolved. Thank you, Tami M[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: last October my bank replaced my debit card. three months later got a call from [redacted] saying they weren't paid. gave them the new card number and all was well except I never received the 9 bottles of 5 gallon water. at the time I told them I had so much water accumulated. never heard from them for 8 months (no bills in the mail, no emails and no phone calls. then my acct shows up in collections. I call them. they say I owed them 47.34 which I paid right then even before I asked them for an itemized billing on the acct. from 2007 till the time my card was replaced I was never late once on a payment. now Im still in collections. hard to pay someone when there is no communication !!!! I've since cancelled their services .Desired Settlement: want a refund of 9 bottles of 5 gallons of water, want them to remove me from collections and a written apology.

Business

Response:

Customer Experience Specialist, [redacted] spoke with Mr. [redacted] regarding his billing concern. Mr. [redacted] was frustrated that his

account was sent to an outside collections agency without his knowledge. [redacted] apologized for the inconvenience and

offered to assist Mr. [redacted] confirmed with [redacted] and [redacted] that the payment of $47.33 was made. [redacted] and [redacted] has agreed to remove the account

from their system so that it does not negatively affect Mr. [redacted] credit. A letter will be sent to Mr. [redacted] as

requested. [redacted] has provided Mr. [redacted] with his direct contact information should he have any further questions.

Review: On January 6,2014 at 1140am this writer called 1-800-950-9396 to inform them that a echeck payment was placed on my checking account for $977.48.I told [redacted] that entry was a error, and had to be corrected.And if it goes threw that my bank will charge me a fee of thirty dollars.Since my account did not have that amount to cover the charge.My water bottle charge is about 77.52 a month.I told her to stop it at once and she stated that it would be taken care of.I told her this is the second time that a error has happen, and the first time that my bank would ever hit me with a fee.She told me it would be stopped and that someone would call me if it was needed.So my complaint is that on January 8,2014 my bank charged me thirty dollars for a error that was mayed by Poland Springs.I want the thirty dollars return to my account asap.Desired Settlement: I want the thirty dollars refunded to my account immediately.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I recently received a notice from [redacted] water, that they were changing their delivery schedule out at least three weeks. They also automatically increased my delivery bottles from 4 to 6! I do have the right to change my order online. Is this practice legal?? I called the company and was told they just change the delivery schedule from time to time. What a way to force people to have to order more water!! I can only imagine how much the increase in time and money can effect large businesses. I really can't believe this is common business practice. I would like someone to check into this practice and advise me if it is legal.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would think that they would not be able in increase their delivery schedules more than a week at one given time.

Business

Response:

Business Response /* (1000, 5, 2013/04/09) */

Customer Experience Specialist, [redacted], spoke with [redacted] regarding the recent change in her delivery schedule and two additional bottles that were charged on her last invoice. Unfortunately, her scheduled deliveries changed due to a recent route re-alignment. [redacted] apologized for any inconvenience this may have caused her and explained that delivery schedule had changed. [redacted] agreed to credit Ms. [redacted] for one month of service, totaling $37.91, as she is on a fixed income and had not expected to have an additional delivery within her billing cycle. Ms. [redacted] accepted this resolution and has [redacted]'s direct contact information should she have any future questions or concerns.

Review: In September I received a letter from a debt collection agency telling me that I had to pay $185.14. This is for bottled water. In February of this year I stopped paying for my water as it was no longer being delivered to my address. I haven't received any invoices from Ozarka or had any kind of communication from them until I received the debt letter.

I have been trying to sort this out directly with Ozarka, but I feel like I'm going around in circles with them. They do not believe me when I tell them that I didn't receive the water. The debt collection agency have been very good and have put my account on hold. It's very frustrating and I'm really in need of some help in resolving this matter.Desired Settlement: I don't want to pay for something I didn't receive, just to stop it from going on my credit. I feel like I'm being bullied.

Business

Response:

To Whom it May Concern:We spoke with Ms. [redacted] today in regards to her concerns. We apologized for any confusion and inconvenience caused. In order to resolve this matter, we agreed to waive the full balance owed and will ensure that no negative reporting is made to her personal credit report.Ms. [redacted] was satisfied with this resolution and decided to resume her water service with [redacted] by Nestle. We are grateful for the opportunity to resolve this issue and thankful that we can continue to earn her business.Thank you,Kate O[redacted]Customer Experience SpecialistNestle Waters North America

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: when I ordered water the salesperson said there was no contract and could cancel at anytime. They were having a special where it was half price till the end of July. The first order was fine at half price but when I reordered before the end of July they charged me full price. Then they started sending me orders that I didn't order so when I sent back they canceled deliveries and charge me a fee for breaking a contract that I never had. I have told them about this issue and they said they would fix but its been months and they still are trying to collect and now charging late fees and still billing me.Desired Settlement: I only owe $32.00 but I'm not paying until they correct billing and remove fees

Business

Response:

To Whom it May Concern:We spoke with Mr. [redacted] on December 21, 2015 in regards to his concerns. We are sorry to hear of any misinformation that he may have been provided, and agreed to honor the initial agreed upon discounted rate that he received with his first delivery for the second delivery made on July 17 as well. Any late fees and cancellation fees have been removed, leaving the customer with a balance of $67.34 for these two deliveries. Mr. [redacted] feels that he has made a payment for the initial delivery, though our records do not indicate this payment. He will research this further and contact me directly with more information and/or to make his final payment.We look forward to speaking with Mr. [redacted] in order to fully resolve this issue, and appreciate the opportunity to address his concerns.Kate O[redacted]Customer Experience SpecialistReadyRefresh by Nestle/Nestle Waters North America

Review: Before I went to vacation I called [redacted] direct to cancel my account. custormer serves told me they can put my account on hold. when I came back. I received Credit collection letter and many calls. I ask [redacted] why they sent my account to collection agent and they have my credit card on file.they charge me double of rental fees and late fees and sent my account to collection agent.. they told me they will contact collection agent. just incase I told them during our conversation I am recording our conversation that I did not have balance with you and my account is closed. three weeks pass by I called at less 5 times. they said they mailed last statement to me I never receive. they said they going to email to me I never receive. collection agent said they never receive notice account is settled.Desired Settlement: I need they sent me a statement my balance is 0 just incase collection agent ruin my credit.

Business

Response:

Customer Experience Specialist, [redacted] spoke with Ms.

[redacted] regarding her recent billing issue.

Ms. [redacted] stated that she never received confirmation from the outside

collections agency that her account had been settled. She states a letter was to have been sent to

her for her records, but never received it.

Ms. [redacted] also stated that she never received and email that was promised

to her with a confirmation that her payment had been made. [redacted] apologized for the inconvenience and

offered to assist her. Ms. [redacted] stated

that shortly after filing her claim with the Revdex.com, she received

both the letter and the email that she requested. She thanked us for the follow up and said

that the issue had been resolved. [redacted]

provided Ms. [redacted] with his direct contact information should she have any

further questions.

Review: We purchased a large pack of [redacted] drink from [redacted] which we began consuming 2/27/2015. Last night (3/5/2015), my wife and I had a can each from a newly opened six pack within the case. I began have some stomach discomfort first shortly thereafter since I passed on dinner. I was unable to sleep had hallucinations along with severe diarrhea. My wife's discomfort began the next day with severe diarrhea and a headache. We believe it was from this soft drink which has a barcode number of [redacted]. We have contacted the company but have also chosen to file this report to stress the seriousness of this situation.Desired Settlement: It really depends on what caused this sickness.

Business

Response:

We contacted the customer regarding his concern with our [redacted]. He provided us with manufacturing

information and other important details. We offered to have the product

sent to our plant laboratory for testing and then contact him with

results. He agreed to submit two sealed cans. We shipped him a

retrieval kit with a pre-paid [redacted] shipping label. As per our normal

procedures, the plant has been given a detailed report on the experience, They

are conducting any necessary preliminary investigations as they await his

samples. The results will be ready in about four weeks. We will

call the customer to discuss the findings with him and then mail them to him in

writing,

Review: I had an [redacted] water cooler installed in my business, [redacted], at the end of August 2012. I never received a bill from [redacted], and had no contact with anyone from the company, until I received a phone call in March 2013 from a collection agency and a collection letter in the amount $1295.13. When I spoke to the [redacted] representative he confirmed that a bill was sent to me on 9/17/12, was returned by the USPS to [redacted] and no other bills were sent. He also confirmed that my monthly rate was $30.99. I requested a copy of my statement(s) and he said he could not help me. The following day I started having a malfunction with the water cooler and [redacted] refused to send a technician to fix it. I realize that once a bill is sent to collections it must be handled with the collection agency; however, [redacted] clearly has a process problem that I never received a bill or a late notice before they sent it for collection. I am now concerned about having a black mark on my otherwise impeccable credit report and will have to spend additional time and energy to resolve this issue.

Product_Or_Service: water cooler

Desired Settlement: DesiredSettlementID: Other (requires explanation)

This extremely inconvenient situation could have been easily prevented. [redacted] has a management problem or a process problem that caused/allowed this oversight to occur.

Business

Response:

Business Response /* (1000, 5, 2013/03/28) */

Customer Experience Specialist, [redacted], spoke with [redacted] regarding the status of her account. She was unhappy that the account was sent to a third party collection agency. Due to her past due status we also were unable to service her water filtration unit when it had stopped working. [redacted] offered to accept the payment that Ms. [redacted] had already mailed to the collections agency for $295.00 and would consider the account satisfied in full. [redacted] also spoke with the collection agency and they agreed to have the balance deleted and ensure that the customer was not credit reported. We will picking up the water filtration unit on April 5th. Ms. [redacted] currently has service with [redacted] due to her recent experience with us, however, is now fully satisfied with this resolution. [redacted] provided her with his direct contact information if she decides to reopen her account with us or has any additional questions.

Consumer Response /* (3000, 7, 2013/04/04) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I received a phone call from the company and a verbal apology but no restitution for the situation. The only request I made was that they send someone to pick up the equipment. It is now a week later and it is still sitting here.

Business Response /* (4000, 9, 2013/04/19) */

Customer Experience Specialist, [redacted] , spoke with [redacted] regarding her [redacted] Direct account. Ms. [redacted] was concerned that we did not offer a specific time for the pickup of her water filtration unit as she then had to spend the entire day waiting for us to arrive. [redacted] agreed that there should have been better communication provided to her. [redacted] ensured the unit was picked up on April 5th 2013 and offered to send her a letter of apology along with the final invoice stating she has a zero balance. Ms. [redacted] agreed to accept the letter and final invoice as confirmation of the accounts closure. [redacted] provided Ms. [redacted] with his direct contact information should she have any questions or concerns in the future.

Business Response /* (-10, 13, 2013/04/22) */

From: [redacted]ustomer Service

Sent: Friday, April 19, 2013 2:33 PM

To: Revdex.com (Do Not Reply To This Email Address); [redacted],[redacted],[redacted]Customer Service

Subject: RE: Revdex.com Complaint Case#XXXXXXXX(Ref#REDACT32 201331 201333REDACT)

Hi [redacted],

We responded..

Customer Experience Specialist, [redacted] , spoke with [redacted] regarding her [redacted] Direct account. Ms. [redacted] was concerned that we did not offer a specific time for the pickup of her water filtration unit as she then had to spend the entire day waiting for us to arrive. [redacted] agreed that there should have been better communication provided to her. [redacted] ensured the unit was picked up on April 5th 2013 and offered to send her a letter of apology along with the final invoice stating she has a zero balance. Ms. [redacted] agreed to accept the letter and final invoice as confirmation of the accounts closure. [redacted] provided Ms. [redacted] with his direct contact information should she have any questions or concerns in the future.

Review: To whom it may concern:

Nestle Waters (or the business may have been referred to as [redacted] since recently) has a very faulty system for product delivery. The company had missed numerous (even countless) times of scheduled water deliveries before. And the latest scheduled delivery for 01/22/16, they missed it again. Furthermore, not only did the business/the system missed the scheduled delivery, but also as of today 01/24 the system already shows that the next delivery will be one month later, as if there was nothing to be done to make up for the missed delivery schedule for January.

In the past, the customer service kept saying the system problems were only tentative and would be fixed for good shortly, each time when they couldn't fulfill their delivery promises. It is very obvious that their system problems have never been really resolved.Desired Settlement: At a minimum:

* Make up for the January delivery as soon as possible which was originally scheduled for 01/22/16, without affecting future monthly delivery schedules.

* Remove the monthly rental fee for the water dispenser system for good (for as long as I stay to be a customer of the business) from future invoices. It's so ridiculous that the business keeps messing with product deliveries but still believes that customers would need to pay for the mediocre dispenser!

Business

Response:

To Whom it May Concern:We spoke with Mr. [redacted] on 2/4/2016 in regards to his concerns. We were able to reach an agreement and are thankful that Mr. [redacted] will continue to remain a customer of [redacted] by Nestle. Unfortunately, prior staffing challenges led to a decline in the service that we aim to provide and that our customers deserve, however these challenges have been resolved and we are confident that we can meet Mr. [redacted]'s needs in the future.We appreciate this feedback and the opportunity to work directly with Mr. [redacted] in order to address and resolve these issues.Thank you,Kate [redacted] by Nestle/Nestle Waters North America

Review: On 8/30/2015 I was cleaning the nestle stainless steel water cooler when I got second degree burn I sent copy of my hospital medical bills and pictures of my burn and was told by Mr. Tim W[redacted] on the phone my claim was denied I ask for copy of that in writing he state to me he didn't have to do that an copy of the water cooler engineer report was told no my cooler was replaced with a refurbished water cooler in the back of the cooler is a [redacted] that pop off and hot water went everywhere this is a safety issue for consumer

Business

Response:

To Whom it May Concern:We

spoke with Ms. [redacted] in regards to her concerns and her experience

with her water cooler. Because we truly appreciate Ms. [redacted]’ many

years of business and loyalty to our company, we made what we feel is a very

reasonable offer, considering the circumstances of this situation, as a

goodwill gesture. Though this is not something that she accepted, we

appreciate the opportunity to work with Ms. [redacted] and address her concerns.Thank you,Kate O[redacted]Customer Experience SpecialistNestle Waters North America

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted] I was unsatisfied with the offer I have a permanent scar on my leg . The company sent me a refurbished water cooler and I got hurt if it happen to me it can happen to some one else I was not explained why it happen I ask for the reportand was told it was not report and then I was told the company didn't have to give it to me here is copy of my picture of how my leg got burned this is not how you sure treat a client that have been with the company since 2002

Business

Response:

To Whom it May Concern: We are truly disappointed that we were unable to come to an agreement with Ms. [redacted]. She has been a longtime customer with our company and we sincerely appreciate her loyalty, and this is the reason that we have attempted to work with her several times in order to resolve her concerns. Due to the circumstances of her experience with her water cooler, we are unable to offer any further compensation, and any offers that were made were done so as an act of goodwill because we do appreciate her business. There were multiple occasions that we were able to come to an agreement with Ms. [redacted], unfortunately each time she later decided that this was not something she would accept. Our refurbished dispensers meet our high standards for quality and leave our factories in outstanding working order, and the fact that this unit was refurbished should cause no concern. The reason that this dispenser was not delivered brand-new is because it was a replacement unit for a dispenser that was initially purchased in March 2013. Though our cooler warranty is typically just two years, we made an exception to this policy for Ms. [redacted] in July 2015 because as stated, we truly appreciate her business and loyalty to our company. Should Ms. [redacted] reconsider our previous conversations, she has my direct contact information and I’d be happy to have the opportunity to speak with her again. Thank you, Kate O[redacted]Customer Experience SpecialistNestle Waters North America

Review: #[redacted] order number.[redacted] confirmed receipt of my instruction to a driver for delivery of water to my APT. Below is the email confirmation from [redacted]:_____________________________________________________________________...⇄ [redacted] Jul 15 4 days agoDear Valued Customer,Thank you for using [redacted]. We appreciate the opportunity to assist you.As requested, we have informed your route sales person to call you and deliver to 10th floor (apt 1002) on 07/16/14.If you have any further questions, please reply to this email or contact our Customer Service Center. A Customer Service Representative is available at ###-###-####, Monday Friday, 8 am 9 pm EST and Saturday, 8 am 4 pm EST.Sincerely,[redacted] Direct__________________________________________________________________________...⇄ waited for the delivery from 7 to 9 am and a driver never called me. The driver dropped off somewhere in a building my order and left. I live in commercial and residential building in downtown [redacted] The front desk of the building is not responsible for such deliveries and not allowed to let anybody in a secure elevator up without a resident permission. The tenants are responsible to meet everybody in a lobby. I reschedule a delivery to a next morning and took time off from work and the [redacted] failed to deliver again. That happened before to me in a recent past that the drivers to do not want to bring water upstairs, do not call a customer. I paid for lost orders twice in a total of over $140.00. And I lost time from work that [redacted] should compensate me for.Desired Settlement: I paid for lost orders twice in a total of over $140.00. And I lost time from work that [redacted] should compensate me for.

Business

Response:

Customer

Experience Specialist, [redacted], spoke with [redacted] regarding

the status of her account. [redacted] stated that over the last month her

delivery instructions had not been followed and the product had been stolen. [redacted] states that she had been charged

for multiple orders that she did not receive. [redacted] confirmed the delivery

instructions and apologized for the inconvenience. To resolve the issue, [redacted] offered to adjust

$218.00 to which [redacted] accepted.

[redacted] has provided [redacted] with his direct contact information

should she have any further questions.

Review: Arrowhead delivery gave me a broken water cooler. They then wasted 3 bottles of water trying to fix the current one. They then replaced the cooler with a cheaper one and never gave me a credit. They refused to credit my account and have yet to pickup the broken cooler from my houseDesired Settlement: I should only have to pay for the water I was able to use as I had no cooler and they downgraded me but continued to charge me for the upgraded cooler. I should owe no more than 75 dollars. The cooler should get picked up and then a new, better cooler should be delivered at my new address.

Business

Response:

Customer Experience Specialist, [redacted] spoke with [redacted] regarding his billing concern. [redacted] was frustrated that his

account was sent to an outside collections agency without his knowledge. [redacted] states that he should not be

responsible for the full balance of $102.10 because he has been waiting for Arrowhead

Direct to retrieve empty bottles and a water dispenser from his previous

address. [redacted] apologized for the

inconvenience and offered to assist [redacted] confirmed the address

that the water cooler and bottles were located and scheduled a pick up for

Wednesday, October 29. [redacted] and [redacted] discussed the open balance and settled on $75.00 to satisfy the

account. [redacted] will inform the outside

collections agency of the payment and ensure the account is settled. [redacted] has requested to resume

service. [redacted] provided [redacted] with

his direct contact information should he have any further questions.

Review: I having been receiving Poland Spring Water for sometime now. Back in April Poland Spring was sending to many bottles even. When I cancel my order for that month. After speaking to a sales rep. I was told that a no more water would be deliver until after September. August I received 3 bottles of 5 gallon water. I called Poland Spring to make a complaint. I asked the sales rep," Why was there water deliver when I still have 9 bottles of water." Now I have 12 bottles of water. Which make no sense. I was told my the sales rep." That they did not want my account to go in unactive". Don't make any sense I know. I told the sales rep to pick up the empty bottles and to not send anymore water. Until I request a order I received 3 more bottles now totaling 15 from Poland Spring. I am tired of telling this company to stop sending me something. When their take it upon themselves to keep sending me water.Desired Settlement: I will like to take action against Poland Spring

Business

Response:

To Whom it May Concern:We attempted to reach Ms. [redacted] by phone on three occasions in regards to her complaint - 9/14/15, 9/21/15, and 9/24/15 - leaving messages each time. At this time, we have not heard back from her in regards to this matter. Ms. [redacted] did contact our Customer Service Center on 9/15/15 to close her account, and her bottles and cooler were picked up on 9/19/15. We are sorry to lose Ms. [redacted] as a customer and hope to have the opportunity to speak with her in order to ensure that her concerns have been fully resolved to her satisfaction. Should she decide to respond to us in regards to this complaint, she can contact Customer Experience Specialist Kate O[redacted] directly at [redacted]. Thank you, Kate O[redacted]Customer Experience SpecialistNestle Waters North America

Review: Made several arrangements to have empty bottles picked up. Never have anyone showed up at arranged time. Called several times on days of pick up .

I feel because I asked for no water to be delivered I am not as important. I have 8 empty bottles and about 7 full bottles. I have even set up pick up in the 8 - 12 delivery window on a day off. No one showed. I asked to what location can I bring bottles to. Rep. stated " You cannot bring the bottles to us. What is a girl to do. Yesterday I made at least 4 calls. [redacted] charges me for not returning empty bottles for so long as if I haven't tried to return them. Yesterday a rep helped me with that. Thanks for your help.Desired Settlement: Want them to come and pick up their equipment. I still have full bottles of waters. I'm done. no service. Spoke with someone who claims to be a manager who promised a driver would come after 4pm. I called once I parked at home about 4p to say I'm home have the driver to call me if unable to enter property which he had done successfully 5 delivery before. Claimed yesterday he was unable to enter property. Also stated to have driver call my cell no. No one came. Call again 445p. Knowing no

Business

Response:

Customer Experience Specialist, [redacted] spoke with [redacted] regarding a recent delivery issue.

[redacted] was frustrated that she needed to contact [redacted] Direct

several times in order to schedule a pick-up of her empty bottles. [redacted]

apologized for the inconvenience and offered to ensure the bottles were

retrieved immediately. [redacted]

informed [redacted] that the bottles had finally been recovered on October 13th.

[redacted] provided [redacted] with his direct contact information should she have

any further questions.

Do not waste your time or money. It's worth going to the store and getting your own bottles. They do not deliver as promised. The whole point is to not have to carry those heavy bottles, especially for disabled people. They never deliver where there supposed to and once I cancelled my account they continued to charge me. Just terrible customer service.

I used [redacted] water service around 5 years ago. After stop their service, I've never heard from [redacted] since then. But when I tried to lease a car and dealership checked my credit score recently, my credit score dropped 60 points. And then I was rejected by the dealership and could not lease a car. After further research, I found [redacted] reported my SSN to collection agency that I owed them $103. I was so surprised and called [redacted] immediately. A lady, Jessica, answered my phone call. She politely apologized to me, but [redacted] is a huge company. Why do they report a client who has no business with them for 5 years? I need [redacted] to clear the record and compensate my time and my stress due to this issue.

Review: Poland Spring aka Nestle Waters North America Inc is calling my office outstanding money I owe for an account we never opened or authorized. They have it noted in their system records the account was supposed to closed in April 2013 and Poland Spring never did so. They should not be billing me for 1) an unauthorized account I never agreed to and 2) close the account.Desired Settlement: I would appreciate Poland Spring to close account # [redacted]. Please ask Poland Spring to stop calling us and send us confirmation the account is closed with no balance owed.

Business

Response:

Customer Experience Specialist, [redacted], spoke with

Mr. [redacted] regarding a balance that was past due on a commercial account

that Mr. [redacted]s company recently took over. [redacted] explained that the account

should have been closed but was still receiving an invoice. [redacted] apologized

for the inconvenience and confirmed the account is now closed. [redacted] also

adjusted the past due balance of $208.62. [redacted] confirmed the account did not

get written off to an outside collections agency and that Mr. [redacted]'s credit

had not been affected. [redacted] has provided Mr. [redacted] with his direct contact

information should he have any questions in the future.

Review: [redacted] over billed account and double charged for services.

Desired Settlement: DesiredSettlementID: Refund

Refund

Business

Response:

Business Response /* (1000, 5, 2013/07/09) */

* Customer Experience Specialist, [redacted] has attempted to contact Mr. [redacted] on July 1st and July 2nd leaving a voicemail each time. He has also emailed him directly on July 5th. Mr. [redacted] spoke with our customer service department on June 27th and Jarod is awaiting to confirm that the matter is fully resolved. He has provided his direct contact information so that Mr. [redacted] can contact him.

Review: To whom it may concern:

The service quality of water delivery from Nestle has been worse and worse. Just a couple of months ago, there was already an incident of significant delay of water delivery. Now it's re-occuring. I had scheduled a delivery for 05/18/15 which was visible and confirmed in the Nestle system. However, the delivery did not take place. Actually, as of today 05/22/15 it still has not been resolved. I will summarize the history as follows:

* On 05/18/15, no delivery. I went into my online account and still saw the delivery scheduled for the same day.

* On 05/19/15, still no delivery. Nothing throughout their business hours. But the delivery schedule suddenly already showed to have skipped the May schedule, with the next delivery to be in mid-June.

* On 05/20/15, I called the customer service. The agent said that it's been a known problem on Nestle's end (but Nestle never bothered letting the customers know, if you did not ask). And she promised that the delivery absolutely would be fulfilled the next day 05/21/15. That's right, it was an definitive promise.

* On 05/21/15, still no delivery at all. On the online account, it kept showing to have skipped the May delivery schedule and go straight to the mid-June already.

* On 05/22/15, I made two more calls to the customer service. At the first call, not only have I requested to get the delivery by end of day, but I also asked that the manager should call me and discuss. However, no one called me at all. I found that something is weird (again), and then logged to my online account. Then I realized that someone snuck in a new "schedule" for next week, without even consulting with me whether that would solve the problem. Knowing how many times Nestle has missed the delivery when there was a scheduled delivery, how could a mere snuck-in attempt be able to satisfy a reasonable customer?????

No one manager was able to represent the company to discuss and meet the customer requests. The system is extremely broken and problematic. It has caused a lot of inconvenience to me as a customer, and has not been fully resolved after such a long time. Not to mention that it's not even the first time of their delivery service/system issue.Desired Settlement: It's a combination of many. For this month of delivery, it shall be for free. Plus, the manager should contact me ASAP to explain what really has happened, and how this will definitely not happen again.

Business

Response:

Customer

Experience Specialist, [redacted] spoke with Mr. [redacted] on May 26th

regarding an ongoing delivery issue. Mr. [redacted] was originally scheduled to receive a

delivery on May 18th, however the delivery never arrived. Unfortunately, no update was given to Mr. [redacted] and he was unsure as to the status of his delivery. The delivery was finally made on Friday, May

22nd. [redacted] apologized for

the inconvenience and agreed that Mr. [redacted] should have received an update as to

why his delivery was delayed. [redacted] provided a $50.00 credit towards Mr. [redacted] delivery service and will be following

up on Mr. [redacted] deliveries over the next few months to ensure a resolution is

met. [redacted] will also contact the local

branch managers and request that they contact Mr. [redacted] to discuss the

issue. Jarod provided his direct contact

information should he have any further questions.